My partner and I stayed at the Iberostar Tucan & Quetzal for xmas and New Year with our 8 year old daughter. Overall we had a wonderful time and would love to go back.
The architecture is lovely and the hotel has a very clam and relaxed feel as soon as you arrive.
First the positives;
the beach is amazing, with a crystal clear warm sea that is great to swim in. It can get a bit wild with the waves for very young children. However, there are always lifeguards on duty who do a fantastic job!
the entertainment team - work so hard to make sure everyone has a great time. If you want active its there, but you don't get hassled if you just wish to chill out. The evening shows were enjoyable, but I think they do need to select the participants for the pre show games more carefully to give more nationalities opportunities a chance to take part. We were there for 2 weeks and we were not asked once if we could like to join in? However, there were some families from the USA who were on the stage 3 nights running. the male singer seems to be given top billing - but the female singers are much better.
Mauricio, Adrianna, Ary and Andris all did a great job!
My daughter also attended the kids club and Blue did a wonderful job in making her feel welcome.It would be even better if the activities listed at certain times went ahead..ie one day she was desperate to go so she could join in the sandcastle building competition and then it didn't happen
Ewa and the whole reception team are wonderful. initially we had a room which was very noisy and for two nights had very disturbed sleep. (1829) Ewa did her best to move us as soon as it was possible.
Rebecca on guest services is also very proficient, and really cares about the customers. I watched her on the beach one day handle an argument between some customers and she remained very calm.
The first choice rep Carlos is a local and gave us the normal welcome talk - with a difference...he was positive, funny, accurate and did not try to oversell the products but gave us the information and allowed us to make the choice in our own time. He also sorted out a small issue on one of our trips very promptly and efficiently.
the food - in the main restaurant buffet (Cozumel) it is very good indeed. we have travelled extensively to all inclusives and I have to say this was by far the best for a buffet restaurant. The Japanese restaurant was also very good.
The drinks are varied and branded. A whole range of cocktails are on offer as well as draught lager, and very palatable wine.
The service - everywhere the service is fantastic from the waitresses who walk along the beach bringing you cocktails or the waiters in the restaurants. the only place this faltered was in the restaurant by the beach. If we went there to eat our lunch often went cold whilst we queued to get a drink.
The lobby bar also had a lengthy waiting time...one night we decided to go for a pre dinner drink and after 15 minutes of waiting we gave up.
a special mention for the guys at the beach bar - they work their socks off! I didn't think I would drink cocktails whilst sunbathing, but here it is the norm!
the xmas celebrations were excellent with the paella and sangria on the beach - what a wonderful atmosphere and so too was father xmas giving out the prezzies to the kids in the evening.
everywhere was spotlessly clean.
What we would change for next time.......
the kids menu in the themed restaurant is appalling - we wanted to try all the themed restaurants but I felt guilty as I knew that my daughter would not enjoy her dinner! I would suggest something like ....starter cucumber and sliced cold ham followed by chicken coated in breadcrumbs with sauté potatoes and frozen peas. the chocolate mousse she ordered needed to be cut with a knife and fork and was frankly inedible.
the themed restaurants in general were pretty poor - in particular the tropical restaurant - the worst meal of the holiday.
The steak restaurant was okay with really good bits of steak but the rest of the dinner was bland and let it down. the jacket potato wrapped in foil (very 1980's) tasted old.
The Italian restaurant was very basic and I can honestly say my own Bolognese sauce knocks spots off of the one I was served.
The choice of starters was also quite basic and unappealing in all the themed restaurants (except Japanese) However the big thing for us was the fact that apart from the Japanese we had to get up to serve ourselves at every meal..it would have been lovely to have had one meal where we were given a menu and could select our whole dinner and ate together as a family - rather than my husband sitting down with my daughter to eat whilst I was then wandering around the buffet table...
The most annoying thing for us was the lack of staff upholding the policies of the hotel - for example my hubby was told that he HAD to wear long sleeves and trousers in some of the restaurants and for the gala buffet meals and indeed we made the effort to dress up for the whole holiday. We found it very sad that some people went into the gala meals and a la carte restaurants wearing shorts, beachwear and t-shirts. It does not give the impression of a high class restaurant when people go to eat dinner in a hotel as if it is McDonalds! We are not upset that we did and other didn't as we would dress up anyway - it is the fact that it is clearly pointed out and then nothing is done to make clients adhere to it?
we were also concerned by the amount of sellers on the beach - we paid thousands of pounds to travel to a 4*+ hotel and were constantly annoyed by sellers.
Of course the inevitable saving of sunbeds goes on- despite the warnings everywhere that you are not allowed...so just the trousers in restaurants rule it is not upheld by the staff.
The final thing which upset not just us but many residents was on New Years eve when we arrived in the main theatre ( as we had done at 8pm every night) to find that a whole host of tables had reserved signs on. When I questioned this - I was told that 'some' customers had been given the opportunity of purchasing some wine which secured them their choice of table. What a nonsense! and will be the reason we will not be returning, despite the fact that we had a great holiday. when we looked around later the majority of the 'reserved' tables were occupied by Hispanic families......I do wonder when they approached clients to give them the opportunity of purchasing a bottle? It was a mistake - pure and simple and upset a good many people on the night.
This review may sound a bit negative but we truly had a great two weeks and with just a few tweaks it would be a definite on our list to return to.
The management provided a lovely flower arrangement and bottle of champagne in my room as I had a special birthday whilst I was there too - thank you.
- Official Description (provided by the hotel):
- Privileged situation directly on the beach of Playacar, around 3 km from the town of Playa del Carmen. Specially recommended for honeymooners. Varied, colourful entertainment programme. Large pool area. ... more less
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- Also Known As:
- Iberostar Playa Del Carmen
- Iberostar Tucan Mexico
- Iberostar Tucan Playa Del Carmen
- Playa Del Carmen Iberostar
- Iberostar Tucan Quetzal
- Iberostar Tucan Playacar
- Iberostar Tucan Hotel Riviera Maya/Playa Del Carmen, Mexico